Customer comments added via e-mail response

[MarkInflite]

I am looking into setting up this system to be used within our organisation to manage the IT workload and have several questions but will add one at a time as I work through the setup

Ok... this may be an easy one

I have setup the system so that it sends out e-mails, receives e-mails and creates a new ticket etc but I would like to have it so that if a customer replies to a system generated e-mail it adds a comment to the call number in the message subject.

Is this possible and if so how?

Many thanks

Mark

[reneeb]

This is standard... If it doesn't work something goes wrong (have a look at the logs)

[MarkInflite]

This is standard... If it doesn't work something goes wrong (have a look at the logs)

Ok. Any ideas where I would check the setup within the Admin files?.

The message I am receiving back from our mailserver is;

Delivery has failed to these recipients or groups:

Code: Select all

OTRS System (otrs@localhost)
A problem occurred during the delivery of this message to this e-mail address. Try sending this message again. If the problem continues, please contact your helpdesk.


The following organisation rejected your message: Postini.

I can see that the host is stating otrs@localhost which is obviously wrong as I would expect this to be something@ourserver.our_address.co.uk or the likes. Where would I check/change this?

Thanks

[reneeb]

In the Admin area you find the "Email addresses" (block "email"). Change the address there.

[MarkInflite]

In the Admin area you find the "Email addresses" (block "email"). Change the address there.

Thats great that has allowed me to change the e-mail address for the system but I am still getting an undeliverable message.

Do I need to set up exchange to push out the mails to this server or e-mail address (this e-mail address is already there as it is our standard support address)

Thanks for your help

[MarkInflite]

Correction... it has not failed (typo in my original setup) but the comment has not added to the call log. There are also no details of it within the logs.

[MarkInflite]

Ok I have found the problem

It appears I had not stopped the services on the test platform I was using.... OOOOPPPS!..

Sorry for wasting peoples time and thanks